Customer Service Computer Science

Robert Williams

**** ****** **** ****: 631-***-****

West Babylon NY 11704 E-mail: *******@*****.***

Windows System - Application Administrator / Technical – Desktop Support Specialist

Technologically sophisticated IT Support/Training Specialist with hands-on experience in project lifecycle

management for technical and intranet applications, website development, workgroup support, and

desktop and network troubleshooting. A Master Degree in Computer Science. Skilled in:

• Help Desk & Hardware Support • All Level PC Support • Project Management

• System Upgrades / Conversions • LAN / WAN Architecture • Escalation Resolution

• Peer-to-Peer User Groups • Web Content Upgrades • Customer Service

TECHNOLOGY SUMMARY

Networking – LAN / WAN, Windows 2008 / Windows 2003 Server, TCP/IP, SQL Server

Operating Systems - Windows 7/ XP / 2000, Windows 2008 / 2003 Server.

Applications - MS Office Suite 2010/2007 (Word, Access, Excel, PowerPoint), Adobe Creative Suite 5.,

Adobe Acrobat 9 and PDF, Alpha Five Power User, Lotus Suite, Corel Suite, ESET Antivirus Suite,

Symantec VMware, Internet Explorer, Firefox, and WinZip, VPN, Norton Ghost 15, Citrix

Programming – HTML code, CGI, Java, JavaScript, C Programming, Wordpress, SEO, FTP, RPG 400,

SQL, Visual Basic 5.0, Visual InterDev 6.0, AS/400, ASP code

Applications installed – Microsoft Windows XP, Microsoft Windows 7, Microsoft Office 2003, Microsoft

Office 2007, Microsoft Office 2010, Adobe Creative Suite CS3, Adobe Creative Suite CS5, ESET NOD32

Antivirus 5, Microsoft Windows Server 2000, Windows Server 2003, Windows Server 2008, ESET Mail

Security for MS Exchange

PROFESSIONAL EXPERIENCE

EPW Consulting Group, Massapequa, NY

July 2012 – November 2012

Lead Technical Support – Lead the Windows System Migration for the entire Wyandanch NY

School district. I provided tech support for all system upgrades from Windows XP to Windows 7.

Implemented

Windows office upgrades of Office 2007 to Office 2010. Install AVG antivirus across all work stations.

AUSTIN & WILLIAMS, Hauppauge, NY

March 2000 – June 2012

Senior System Administrator and Data System Manager, MIS – Technical Support Activity to

provide help desk support for 200+ end-users (including remote users) in 3 locations throughout New

York, as well as project management team leadership for special technical assignments. First-point-of-

contact (Tier 2 Help Desk Technician) for support incidents, as well as end-user training.

• System Migration: Windows 7 Upgrade and Migration from Windows XP Professional

• Active Directory: Authenticated and authorized all users and computers in a Windows server

enviroment.

• Remote Access: Used VMware for Desktop Virtualization and Cloud Computing for all system

users.

• Network-attached storage (NAS): Setup connection to company computer network providing

data access to a select group of clients.

• Software: Install and uninstall company software for all end user machines

• Documentation: Wrote company protocol manual for company wide web application handbook

using Alpha 5 software and Lotus Notes calendar usage

• Help Desk: Ensure effective 24-hour “one-stop” technical support for mainframe, WAN, LAN, and

remote system. Install and update software. Setup, configure, and troubleshoot Technology

Center equipment. Track and de-escalate technology and workflow problems, collaborating with

10 cross-functional IT groups.

• Intranet Development: Key player in creation, launch and maintenance of company intranet site,

providing management with easily retrievable, up-to-date information for operations decisions.

Initiated, created, and maintain Access users group intranet to facilitate information sharing and

learning.

• ASP Development: Played pivotal role in beta-test programming and development of causal

sales application (upgraded Alpha 5 database into back-end of Access 2007 and SQL Server,

front-end into Internet Explorer via ASP programming).

• End-User Training: Expanded Technology Center offerings by designing, developing, and

delivering advanced programs and manuals for MS Office, Alpha 5, and Internet, increasing

usability. managed 12 Access courses, training and supervising 5 adjunct team instructors.

• IT Software Training: Designed curriculum and materials, and delivered technical training, for

introductory programs in Microsoft Office Suite (Word, Excel, Access), as well as Windows 7

upgrades, keeping staff motivated and focused while improving job satisfaction and productivity.

Personally trained more than 200 end-users.

• Website Support: Functioned as Web Editor for Internet/Intranet website, proofing and updating

website information on a daily basis (fastest turnaround time).

• Database Maintenance: Upgraded and maintained link-shared employee Access database with

Chief of Staff’s office, ensuring data integrity for training. Created database reports for

management evaluation.

• Technical Development Project: Pioneered development and implementation of storage, archive,

and retrieval system for 100+ electronic presentations used throughout Company.

LASER IMAGE CORP., Plainview, NY

April 1995 MARCH 2000

UNIX System Administrator, Lead Programmer and Head Operator

• Maintaining the Unix Sun System including daily administration, support of Unix server, workstation

• Programming, forms development, back ups, graphic design, scans.

• Developing, implementing and updating files, retrieving and restoring patches.

• Develop complex task criteria and performance criterion for all project elements.

• Develop and execute all project procedures and operation.

• Manage multiple projects concurrently.

• Manage and maintenance of all databases including writing programs for various jobs.

• Maintain set up and back up of Network application

EDUCATION

SUNY Stony Brook, Stony Brook, NY

May 1996

Masters of Computer Science School of Computer Science GPA: 3.98

University Scholarship recipient – full tuition covered. Employed full-time while attending classes.

N.Y.I.T., Central Islip, NY

May 1992

Bachelor of Computer Science School of Computer Science GPA: 3.97

University Scholarship recipient – full tuition covered.

HONORS AND SCHOLARSHIPS:

NYU Award, Graduate Degree recipient, Graduate and Undergraduate Academic Assistant Awards, Dean’s

List, Honor Program, University Full Tuition Scholarship, Computer Associate Award and Xerox Internship

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